Product and Client Specialist

2 weeks ago

Montreal, Quebec, Canada AY Talent Full time

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Summary

The Product and Client Specialist is responsible for the day-to-day support and communication with the clients. In conjunction with the Brand Manager, they act as the point person for day-to-day concerns, and issue resolution, and handle their client's product development needs, such as sample requests, quotes, pricing, and graphic design. They analyze reports and maintain strong knowledge of their client's business and needs, both future and present.

Main Responsibilities:

  • Provide support to the Brand Manager and Business Development Rep in servicing both potential and current clients.
  • Ensure the success of fast and professional product development projects in collaboration with Graphic Design, the Hong Kong office, suppliers, and the client. This includes artwork follow-up, artwork approvals, sample and quote requests, and item setup on the company's website.
  • Handle all client-related administrative processes such as inventory management, order status, contract management, and special requests.
  • Prepare and analyze reports to gain better insights into the needs and trends of their client base.
  • Maintain client data in the CRM, ensuring all information is up-to-date.
  • Complete file handover to customer service, ensuring all data in the system is up-to-date and accurate.
  • Communicate regularly with their client base, respond to questions promptly and professionally, and coordinate internally to complete requests.
  • Work to build long-term relationships with clients and continue to grow the accounts.
  • Propose and implement improvements to current processes and tools to increase efficiency and client service.
  • Stay up-to-date on new types of products and trends to propose new products to clients, demonstrate product savoir-faire, and grow their business.
  • Work collaboratively with various internal teams to ensure 100% customer satisfaction, client retention, and repeat business.
  • Perform other related tasks and participate in special projects, as needed.

Prerequisites:

  • A minimum of three (3) years of experience in B2B Account Management and/or Product Development in the garment, consumer products, or retail industry.
  • A DEC or bachelor's degree in fashion, business administration, or another related field.
  • Strong communication skills in English and spoken ability in French, to service the entire Canadian market.
  • Good knowledge of Word, Excel, Outlook, and CRM software like SalesForce.
  • Ability to thoroughly understand clients' needs to prioritize and address them promptly.
  • Must have a positive attitude, professionalism, and ability to develop and maintain good relationships with internal/external customers, even under stressful conditions.
  • Must have initiative for proactive problem solving, always looking for improvements.
  • Must have good listening and organizational skills, attention to detail, and multitasking ability.
  • Must be flexible and work well in an entrepreneurial environment and as part of a team.

Résumé

Le spécialiste des produits et des clients est chargé de l'assistance et de la communication quotidiennes avec les clients. En collaboration avec le responsable de la marque, il est la personne de référence pour les préoccupations quotidiennes et la résolution des problèmes, et s'occupe des besoins de développement des produits de ses clients, tels que les demandes d'échantillons, les devis, la tarification et la conception graphique. Ils analysent les rapports et conservent une connaissance approfondie de l'activité et des besoins de leurs clients, tant futurs qu'actuels.

Principales responsabilités :

  • Soutenir le responsable de la marque et le représentant du développement commercial dans le service aux clients potentiels et actuels.
  • Assurer la réussite de projets de développement de produits rapides et professionnels en collaboration avec la conception graphique, le bureau de Hong Kong, les fournisseurs et le client. Cela inclut le suivi et l'approbation des maquettes, les demandes d'échantillons et de devis, ainsi que la mise en place des articles sur le site web de l'entreprise.
  • Traiter tous les processus administratifs liés aux clients, tels que la gestion des stocks, l'état des commandes, la gestion des contrats et les demandes spéciales.
  • Préparer et analyser des rapports afin de mieux comprendre les besoins et les tendances de la clientèle.
  • Maintenir les données des clients dans le CRM, en veillant à ce que toutes les informations soient à jour.
  • Effectuer le transfert des dossiers au service clientèle, en veillant à ce que toutes les données contenues dans le système soient à jour et exactes.
  • Communiquer régulièrement avec sa base de clients, répondre aux questions de manière rapide et professionnelle et assurer la coordination interne pour répondre aux demandes.
  • Travailler à l'établissement de relations à long terme avec les clients et continuer à développer les comptes.
  • Proposer et mettre en œuvre des améliorations aux processus et outils actuels afin d'accroître l'efficacité et le service à la clientèle.
  • Se tenir au courant des nouveaux types de produits et des nouvelles tendances afin de proposer de nouveaux produits aux clients, de démontrer son savoir-faire en matière de produits et d'accroître ses activités.
  • Travailler en collaboration avec diverses équipes internes afin de garantir la satisfaction totale des clients, leur fidélisation et le renouvellement de leur clientèle.
  • Effectuer d'autres tâches connexes et participer à des projets spéciaux, selon les besoins.

Conditions préalables :

  • Un minimum de trois (3) ans d'expérience en gestion de comptes B2B et/ou en développement de produits dans l'industrie du vêtement, des produits de consommation ou de la vente au détail.
  • DEC ou baccalauréat en mode, en administration des affaires ou dans un autre domaine connexe.
  • Solides aptitudes à la communication en anglais et capacité à s'exprimer en français pour servir l'ensemble du marché canadien.
  • Bonne connaissance de Word, Excel, Outlook et des logiciels de gestion de la relation client (CRM) comme SalesForce.
  • Capacité à bien comprendre les besoins des clients afin de les classer par ordre de priorité et d'y répondre rapidement.
  • Avoir une attitude positive, faire preuve de professionnalisme et être capable de développer et de maintenir de bonnes relations avec les clients internes et externes, même dans des conditions stressantes.
  • Il doit faire preuve d'initiative pour résoudre les problèmes de manière proactive, en cherchant toujours à apporter des améliorations.
  • Il doit avoir de bonnes capacités d'écoute et d'organisation, être attentif aux détails et être capable d'effectuer plusieurs tâches à la fois.
  • Il doit être flexible et travailler dans un environnement entrepreneurial et au sein d'une équipe.
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